The Design Builder's Blog

The Difference the Right Employees Can Make For Your Construction Business

It should not be left to chance. In addition to your construction company's profitability the right employees can also make a huge difference for your customers and the way they view and or will share their experiences with others. In this article I share my experience with one United Airlines employee who helped make my experience and day way better than I had come to assume it would be.  I bet by sharing it you can use my experience as a guide to better seek, choose and train your employees.
 
Over the holidays this Christmas season I went on an annual goose hunting trip in Illinois with some contractor buddies.  My first return flight was delayed and I was at risk of making my connection to get back home. I was obviously bummed out.  But, thanks to just one exceptional airline employee, I made the connection and got back in time to celebrate the New Year with my family.  Here's what that employee did and why you should seek, choose and train your employees to be just like her.
 

First off she had a great attitude and presented herself well

The woman who checked me in was well dressed and well groomed.  Sure she had to wear a uniform (and so should your employees), but in addition to wearing professional attire she obviously also had a lot of self-respect and presented herself well.  Unlike others I observed working around her she was professionally groomed, interacted with a genuine smile and spoke with a professional vernacular. I suspect someone raised her to be that way and I could tell it was natural for her, not an act.  In my opinion hiring her was a great investment.

 

Next, she managed my expectations and offered proactive assistance

I soon found out the flight was expected to be delayed by at least 30 minutes, I was now assuming "Plan B"
 

Then she was at the gate and was working hard to mitigate potential challenges

Yes, the same woman who checked me in soon came to work the gate, and was all by herself.   I suggest, like a small business, the gate at that small airport could not support additional overhead.  She was obviously cross trained by her employer to perform a wide variety of tasks and to do so very efficiently.  For that I not only credit her employer for properly training her, but for also hiring an employee with the right cognitive abilities and a desire to learn.  For that I can probably also credit her as well as whoever raised her and or mentored her in her formative years.  With her actions, knowledge and a professional demeanor she got the incoming passengers squared away, prepped things for my outbound flight, and very efficiently got us all boarded faster that I have ever experienced before.  And I travel a lot!  She minimized the potential delay big time like it was second nature.

 

The good news was that I made my connection to get home. 

I hope sharing my experience that day will help you make better hiring plans and decisions.  For additional help and insight check out his article titled "One Simple but Powerful Tip for Hiring the Right Employees”

 

What’s the Difference Between a Production Manager and a Production Supervisor?

As a remodeling contractor seeks to grow his or her business past a million dollars it’s important to bring someone on to help with getting the work done. Without doing so the business owner can quickly become overwhelmed wearing too many hats.   At this stage in business it’s important to decide whether you want to hire a Production Supervisor or a Production Manager. Before making the decision be clear on the difference between the two and how you should decide.

 

What is a Production Supervisor?

A Production Supervisor supervises the work to be completed as well as the employees and other workers doing the work.   The key word here is supervises.  

With a Production Supervisor on-staff employees performing the work typically have little authority to make decisions about how the work will be done, who will do what, and in what sequence the work should be performed.   All of those decisions are typically left up to the Production Supervisor.

When subcontractors become involved in the work they too will be supervised by the Production Supervisor. They will be required to contact the supervisor for project information, onsite decisions and to discuss solutions when challenges and or discrepancies occur at the jobsite.

If the home owner has questions, wants to make changes, and or is upset about something they too would typically be referred to the Production Supervisor.

This method of production management works well if your business relies heavily on subcontractors and or only hires carpenters with little or no project management experience. You might want to think of the production supervisor as sort of a baby sitter of both the job as well as the workforce used to complete the work. If you decide on using a production supervisor be sure to hire employees who are OK with being supervised all the time and are not interested in career advancement.

 

What is a Production Manager?

Unlike a Production Supervisor a Production Manager manages the work and the workers involved in completing projects. The key word here is manages.

With a Production Manager on-staff employees working on the job should have the skills and or be trained to independently follow written work orders. They should also have the skills to make on-the-job decisions about how the work will be done, what equipment is needed, when to order materials to maintain efficiency and what to do when common challenges and discrepancies occur. To facilitate this ability many remodeling companies hire or create real lead carpenters.

When subcontractors become involved in the work they are typically managed by the on-site project foreman or the Lead Carpenter. Onsite decisions and discussion about challenges or discrepancies with their contracted work descriptions are commonly solved right at the job site. This can be very cost effective because the Lead Carpenter or foreman is already at the jobsite, saving hours of commuting time and other related costs for the Production Manager.

If the home owner has questions, wants to make changes, and or is upset about something, again those things are typically handled right at the jobsite. The Lead Carpenter can reach out to the Production Manager for things outside of his expertise or authority.

This method of production management only works well if your business hires and or trains field staff to take on project management responsibilities. You might want to think of the Production Manager as the Production Mentor.  In addition to organizing project schedules and securing the right resources so site employees can be successful, the production manager is also typically responsible to mentor the company’s field staff so he or she isn’t required to supervise at the job site. If you decide on using a Production Manager be sure to hire employees who have the cognitive ability and desire to learn project management skills.

 

7 Simple Ways Contractors Can Improve Their Estimating

For most contractors estimating is like the center of the universe or the sun, with things like sales, cash flow, profits, job schedules, and payment schedules orbiting around it and depending on it for survival. Here are seven easy to accomplish ways contractors can improve the speed and accuracy of doing estimates. Putting even a few of these in place can change your world!

 

#1: Separate Costs and quantities

This sound simple but it’s so important.   Don't add up the number of 2x4s you need and multiply them by the cost in your head.  Instead do this inside your estimate.   By doing so you will create a materials list and if prices change updating your estimate will only take minutes.

 

#2: Get Unit prices from your subcontractors

Do you really need to send your electrician to the job site and wait for him to get back to you to tell you how much he will charge you to install 5 recessed cans on a 3-way switch leg in that Kitchen you are hoping to sell?   Assuming you will gut the space most plumbing and electrical work should be easy to list out similar to new construction.  By getting unit prices from your subs you can quickly price their work using their numbers.  Getting supplies to the space will typically be the only nebulous costs and even those can typically be broken out into easy, somewhat challenging or "worse case scenarios".   

 

#3: Create a materials price book

I bet 20% of the materials you use on the jobs you sell make up 80% of the prices you need to collect to estimate material costs.  Make a list of the most common items your company uses and get your suppliers to proactively send you updated pricing for these at least once a month.  If they won't do this for you find a new supplier who will.  By having this info you can complete most estimates even when all the suppliers are closed for the day or weekend.

 

#4: Do it in one sitting

If you look at a kitchen tonight but don't get to do the estimate for it until next week how fresh will the details be in your mind?  Try to get it done as soon as possible.  I found scheduling a specific time slot for getting it done into my schedule helped with this.   Otherwise doesn't estimating all too often end up being the red headed step child who gets ignored?  Forget or miss one thing and your profits may not be there.

 

#5: Do your estimates in critical path order

When you do your estimate think through the job in the same order you would build it and document the steps in your estimate in that same order.  This helps reduce missing tasks and materials and actually generates an outline for the job's schedule.  You can also then share the estimate with your lead carpenter as the critical path to use as he or she builds the job.

 

#6: Use your smart phone to snap pictures and shoot videos

In addition to sketches and written notes use your smart phone to snap pictures and shoot videos at the job site when you collect the info you need to complete your estimate.  For example stand in the middle of the space and shoot a video as you do a 360 spin around the space with your phone's camera.  When you sit down to do your estimate you can view the video or pictures to help you remember material details like trim or door styles, and to help prevent forgetting required tasks.

 

#7: Get off the yellow pad

As I had discussed in this JLC Magazine article the yellow pad can be a great way to get started doing estimates.  But, it can also help hold your business and employees back from growing.  Consider using a spreadsheet template to assist you.  Properly created the spreadsheet will do accurate math for you.  Using a spreadsheet you can also create templates that act as checklists for the common job types you estimate over and over again by hand each time.

 

Three Ways To Get Fewer Leads But Close More Remodeling Sales

If you have been getting business by providing free estimates for everyone who calls your business you are most likely wasting a lot of money making time. Are you really an expert in your industry if you have been letting those who buy from you tell you how to run your business?  If these things have been happening to you it’s time to recognize the value of your time and expertise.  It’s also time to limit offering them to only those who find value in what you offer, how you do so, and are willing to pay you well for your expertise. Here are three ways successful contractors reduce their lead flow, improve the quality of the leads they get, and sell more jobs at higher prices. Yes, it is true, read on!

 

#1: Describe your process on your web site and find ways to entice visitors to check it out.

Do you have a define process for how you do business?  If not, create it. If you do have a define process document it with words and pictures and put it on your web site.   By explaining how you do business on your web site you can save a lot of time and make more money because:

You won't have to explain it to everyone you meet, over and over again. If they have not yet checked out how you do business when they call your office send them a link to the "How we do business" page at your web site. Additionally mutually agree to when you will then call them back to see if they still want to meet with you.

Because the information is presented in writing at your web site prospects won't be able to interrupt you as the typically do when you try to explain your process to them at live sales calls. If written well they will either recognize that your process works as a solution for them, or they will know why it’s not right for them. This can help you eliminate defending your process as you try to explain it to them live and in person.  If they don't like your process after checking out your web site they won't waste your time.

Related article: If One Of These People Asks, Can You Explain How Your Remodeling Company Does Business?

 

#2: Charge for creating specifications and a fixed price proposal

Another thing to explain at your web site is why estimates are free but a fixed cost proposal from you requires paying a fee.  Think about it.  An estimate is just a guess. Any experienced contractor should be able to provide a best guess estimated cost range for project types he or she has past experiences with.  In a logical way explain why you charge to go past a free estimate.  If they still call you selling your services to create the proposal will be much faster and easier.  If you want some guidance on what to write read on below. If you don't have a web site read on anyway to find out how you can still do this live and in person.

If they want a fixed price why not help them recognize what it will take to get to a fixed price. Help them discover, say and agree that plans and or specification will be needed before you or any other contractor can determine a fixed price for them. Help them identify whether they will need plans to visualize the project before being able to confidently commit.  Help them decide if they need help finding and differentiate between product options and their price points. Help them recognize the effort and hours you and your trade partners will need to dedicate to preparing a proposal for them.  If they recognize the need for these things you can then ask them if they would like to discuss your design and specification process; as well as how you charge for it.

Related article: Tips For Contractors On Ball Park Pricing and Charging For Estimates

 

#3: Require a return visit to present your proposal and get their decision

Even if you are not ready to charge for them, before committing to preparing plans, specs and a proposal make an agreement with your prospect. Let them know that to prepare a proposal for them you require coming back to sit down with both of them to review, discuss and get a yes or no decision on your proposal and about working with your company.   Remember, you will have more time to do this because by being more selective you will be creating fewer estimates and proposals. Those who won't meet with you probably aren't interested enough in working with you anyway.  Perhaps they were just hoping for more free ideas from you before hiring the cheapest contractor or performing the work themselves. If they won't commit to meeting with you to review your proposal that's one less you have to do; freeing you up to concentrate on those prospects who respect you as a professional and value your process.

Related article: Is A Contractor Really A Salesperson If He Or She Hits Send?

 

I know there will still be lots of non-believers after reading this article.

By committing to fewer estimates and proposals you will gain the time you need to put together and present proposals that differentiate your business from other contractors. By being different you will attract clients who want different.  Consumers who want different know they have to pay more to get it. Those who don't want different buy from the commodity contractors who sell on price

It was definitely my experience as a contractor that the three pre-qualification tactics I suggest here help reduce leads, increase lead quality, and at the same time increase sales.  Please help me out. If you have had success using similar strategies please share your successes here. I am hoping that third party endorsements from those of you who have experienced similar success will help me win over a few more believers!

Extra-Rugged Accessories Contractors Need for the Construction Site

If you're a contractor who spends any time at all on construction sites, you need extra-sturdy accessories. In some cases, these products are a safety issue — such as a hard hat — and in others they are merely the tools you need to stand up to the tough conditions found on active work sites. With this in mind, check out these suggestions for durable accessories that can stand up to harsh conditions — or at least come with a great insurance policy.

 

Unbreakable Sunglasses

In addition to your usual protective eyewear, you may also like to wear sunglasses while meeting with clients or checking out potential jobs or building sites. Instead of replacing your sunglasses every time they break while on the job, invest in an “unbreakable” pair. Amazon sells Polarized TRPL27 sunglasses with a flex frame that are ultra light and ultra tough. The lenses are polarized to eliminate glare, and the sunglasses come with a lifetime breakage warranty on both the frame and the lens.

 

Smartphone With a Protection Plan

If you’ve ever dropped a smartphone, you know what a pain it is to deal with a cracked screen and the expense of buying a new one. While rugged smartphones are not easy to find, you can get a high-tech smartphone that comes with a protection plan. For example, the HTC One M9 from T-Mobile comes with the appropriately named UH OH Protection Plan that replaces the phone at no charge if it’s cracked or dropped in water.

 

Tough and Comfortable Gloves

Depending on the time of year you are visiting work sites and how close you get to the actual construction, you should have a comfortable and durable set of protective gloves. The ideal pair of gloves should be thick enough to protect your hands against punctures and cuts, but still be easy to grip objects and move your fingers. Construction Concepts International sells a variety of gloves that are perfect for contractors. The Strong Suit “Second Skin” Work Gloves feature palms made of polyurethane for proper protection and form-fitted fingers for great “gripability.” These gloves are sturdy enough to last through several jobs, so you won’t have to replace them very often.

 

Sturdy Boots

While on the job, work boots are a must for comfort and safety. If you notice that you have to replace your work boots every few months, you might want to spend a bit more for something that will last. Sure, you can get work boots for $50, but if they wear out fast, they are not really a good deal. Invest in a pair of Moc Toe Work Boots from Duluth Trading; they run close to $200, but they are made from the highest grade of leather. Featuring Vibram wedge soles, the Moc Toe boots are sturdy and durable. As a bonus, you can replace parts of the boots that wear out, such as the soles and gel inserts.

 

Guest Blogger: Alison Stanton has been a freelance writer for the past 15 years. She enjoys writing about a wide variety of topics, and always looks for opportunities to learn about new subjects.

 

Essential Business Hacks for Independent Contractors

Over 10 million Americans are independent contractors, according to the most recent estimates by the U.S. Department of Labor. Whether that means you do freelance work or have started your own company and hope to employ many people yourself one day, most independent contractors have one thing in common: they are learning as they go.

Here are some tried and true tips to help you navigate the time, energy and, most importantly, money-sucking pitfalls of entrepreneurship, so you can actually appreciate the joys of working for yourself:

Get Eco-Friendly

Your customers will love you for getting eco-friendly and so will your bank account. Eliminate paper from your processes as much as possible. Having everything digital makes your business run faster and smoother and saves you money and time down the line.

If you travel for work and your vehicle is not the most fuel efficient, you’re throwing money out the window every month, as well as contributing to smog and pollution. But that doesn’t mean you have to invest in an expensive electric car to save precious startup money. Check out the EPA’s new SmartWay certification for a list of budget-friendly vehicles that reduce carbon emissions and have saved drivers over $16.8 billion in fuel costs since 2004.

Buy in Bulk and Ahead of Time

From office supplies to packing materials, the biggest waste of time and energy is buying things you knew you would need at the last minute and paying full retail price. If you’re a retailer, seek out wholesale options and buy in bulk for the maximum discount. Look into a Costco membership for any and all office supplies. Office furniture can also be found at the local thrift store, furniture rental company or hotel furniture liquidators for pennies on the dollar.

Don’t Let Cash Flow Stop You

You are bound to have cash flow issues at some point. The thrill of working for yourself can quickly become the anxiety of "why on Earth did I think I could stand not knowing how much money I was going to be making each month?" Your bills may be fixed, but your income is not, so saving money prior to striking out on your own and during the startup process is crucial. It’s impossible to foresee all the hidden costs that are sure to crop in the beginning, so you need a little cushion.

But not even a lack of cash flow can stop you these days. With the popularity of crowdfunding, job placement services and Craigslist, there are outlets everywhere for the hard working, resourceful, independent contractor. Leave no stone unturned and check to see if you qualify for any small business loans or grants from the SBA.

Leverage Free Technology

Marketing yourself doesn’t have to cost you a fortune, but beware of companies looking to take advantage of unwitting new contractors. There are a lot of lead referral services out there that boast thousands of job postings for everything from nannies to graphic designers. Often they pull the old bait and switch move: you spend hours creating a profile for their sites, adding product pictures, reviews, references and certifications only for them to ask for a credit card and a hefty fee when you’re about to hit submit. You don’t want all that work to go to waste, so you plunk down your credit card against your better judgment and pay for a month (or three) of leads that, honestly, may not even exist.

The good news is you really can market yourself for free. Research your competitors and find out what social media outlets they’re using. Take notes and improve upon their tactics to stand apart from the crowd. Many SEO experts recommend using five or less social media sites and keeping your focus on original, quality content. And don’t discount the power of LinkedIn for finding and connecting with the top names in your industry; it’s like the Facebook of finance.

 

Guest Blogger:  Stacy Eden is a Phoenix, Arizona native with a passion for art, power tools, and historical significance. She draws inspiration from classic cars, ancient mythological sculptures and jewelry designers such as Delfina Delettrez, Shaun Leane, and Dior Jewellery creative director Victoire de Castellane.

Is It Worth It To Risk Using 1099 Workers To Avoid Employee Responsibilities?

Many contractors are using what are refer to as 1099 workers to avoid employee and payroll related administrative responsibilities and financial costs.  Some use this tactic to reduce their costs to help win bids and or make more money. If you never get caught you may feel or believe it was worth it. On the other hand if you get caught, whether you knew what you were doing was illegal or you really believed what you were doing was OK, the financial and litigation related costs can kill your business. The chance of this happening has dramatically increased in certain areas of the country because Washington is offering money to states to help them do so. Read on to find out about what is already happening in Virginia.

In a well written article written by Courtney Malveaux of Thompson McMullan PC, Courtney shares a scary story where a GC jobsite is inspected by VA’s version of OSHA and makes and on-site determination that certain “Independent Contractors” were actually employees, triggering the automatic loss of any ability to negotiate violation penalty reductions. The story gets much scarier as you read on; I suggest you read the whole article.

 

“Under the new policy, if the inspector declares that your contractors should be considered employees, watch out.  You’re paying full freight on each penalty, without exception.  Your only recourse would be legal action.” Courtney Malveaux

Guilty until proven innocent

The part I found most scary in the story was that the contractors who take this risk, for whatever reason they justify doing so, are automatically assumed to be guilty by the inspectors.   If that happens to you it means you are guilty until proven innocent, at your own expense to try to do so. And, even if you eventually win your legal battle, you are not entitled to receive any damages for your challenges. So your legal fees cannot be recouped.

That means you have to pay up on any fines, at their full rate (anywhere from $7K to 70K per violation) right away. Then you have to decide if you are willing to wait for your legal case to make it through a legal system sponsored by the same entity that is accusing your business.

 

Collateral damages may be unavoidable

From what I have witness I know the story can go even further than explained in the article. For example if the 1099’s are deemed to be employees you may also become responsible for all employment related taxes on all the money you have paid to them to date, plus fines of course. The same may happen with Workers Compensation and General Liability insurance coverage. Again the likelihood of these things happening has also become more likely. For example in Massachusetts several different state departments are participating in a memorandum of understanding, committing to refer observed violators discovered by each department to the other departments. In a 2012 article I reported on how OSHA and EPA have done the same regarding RRP Inspections.

 

The Bottom Line

As a business owner only you can decide the level of risk you are willing to take on by avoiding employment responsibilities. I recognize by doing so you may be saving your business and your customers money. At the same time by doing so perhaps both of you are preventing a worker, or many workers, from having the employment rights and benefits your customers expect and even demand at their jobs. Some know they are doing it. Some, I hope, just found out.

 

Resources for Aging Remodelers and Remodelers Serving Seniors

We are all getting older every day.   That reality hit my wife and me a few years back, motivating us to seek a new home where we could happily and comfortably grow old together. We wanted a home configured to serve us as our health declines. Just as important we wanted one we could also afford to live in and maintain on our retirement income, without the need and cost to move to an assisted living facility. It’s called aging in place and it’s a huge opportunity for home builders and remodelers seeking to differentiate themselves. In this blog I share a list of links to resources and information for construction business owners and consumers preparing to grow old.  I also share the list to help contractors and their businesses take advantage of the opportunity and become part of the solution.  Here’s why:

 

• 90% of seniors want to stay in their own home as they age
• 60% have made improvements to increase their ability to live independently
• 49% of seniors want to modify their current homes
• 38% of seniors want a new, aging in place ready home
• 27% is the increase businesses see by offering aging in place services

 

I didn’t assemble the links myself.

The links were emailed to me by Patricia Sarmiento who works for Public Health Corps. Their goal as an organization is to provide a hub of reputable and useful public information on health related topics that will empower others to make a difference in their community. According to the web site their mission is simple: Putting the public back into public health.

Below is part of her list of helpful and educational resources

Patricia and I invite you to share it with others as you see fit. Share this information in your marketing, on Facebook or Twitter, and at your web site or blog. Use this information to increase your knowledge to better serve seniors. And, if you’re getting close to retirement age, use the information to help prepare your home and yourself for aging in place. Even contractors get old! Don’t you deserve a healthy and comfortable retirement just as much as your clients do?

 

Aging in Place
http://ageinplace.com/

Senior-Friendly Home Remodeling
http://www.homeadvisor.com/article.show.Senior-Friendly-Remodeling.8317.html

22 Senior Health Risk Calculators for Healthy Aging
http://www.calculators.org/health/aging.php 

Cats and Seniors
http://www.americanhumane.org/animals/adoption-pet-care/cat-behavior/cats-and-seniors.html 

Canine Caregivers for Alzheimer’s and Dementia Patients
https://www.rover.com/canine-caregivers-dementia-alzheimers/

 
Pets for the Elderly Foundation
http://www.petsfortheelderly.org/

 
Older Adults & Anxiety
http://www.adaa.org/living-with-anxiety/older-adults

 
Heart Attack Quiz
https://www.acls.net/heart-attack.htm

 
National Council for Aging Care
http://www.aginginplace.org/guide-to-recognizing-elder-abuse/

 

 

How Contractors Can Build & Protect Their Brand Reputation

For contractors, brand reputation can make the difference between winning and losing a big contract. A case in point is DuPont. Over the past two decades, DuPont has built a reputation as a safety leader in the chemical industry, enabling its Sustainable Solutions unit to generate $3.9 billion a year training other companies in workplace and environmental safety. Now, that income is at risk after a series of fatalities, lawsuits, investigations, and fines have led the Occupational Safety and Health Administration to place DuPont on its list of severe workplace safety standards violators. Subsequent negative publicity has DuPont's clients questioning the company's safety reputation and whether or not they want to continue using them as a contractor.

DuPont is big enough to take a hit and recover, but for a smaller contractor, even a few negative online reviews can quickly add up to significant lost business and revenue. Whether you're a large or small contractor, it's in your best interest to keep an eye on building and protecting your online reputation.

 

Building Your Good Name

International consultancy and construction company Mace has won Building Awards Major Contractor of the Year recognition by committing itself to putting its clients first and providing superior quality and high delivery standards. As this illustrates, customer service is the foundation of a good reputation.

Construction management consultant Paul Netscher identifies ten variables that affect your company's reputation, all of which boil down to delivering superior customer service. At the top of the list is delivering projects on time. Delivering on promises instead of overpromising and underdelivering, rectifying mistakes, honesty, and quality are also high priorities.

Overall, satisfying and exceeding your client's expectations is the foundation of building a good reputation with your customers. Making a corporate commitment to achieving this ideal is a first step towards building a solid reputation.

 

Promoting Your Brand Reputation

Delivering superior customer service lays a foundation for a good reputation, but in today's digital environment, it's also important to get customers to talk about you online. What customers say about you on sites such as Google Places and Yelp has a huge impact on your online reputation.

Your customers will definitely talk about you if they're not satisfied. Contractor Nation writer Richard Fencil says the biggest reasons people complain about contractors online include shoddy work, rudeness from company representatives, high or misquoted prices, not following through on promises to get back to customers, and keeping customers on hold too long. To avoid these issues, train your staff how to communicate with your customers

You should also take proactive steps to ask satisfied customers to post reviews of you online. For instance, after a project is completed, a sales representative can contact the customer to see how it went and ask for a review. Marketing representatives, office personnel, and project managers can also take opportunities to ask for reviews.

Providing online tools on your website to make it easy for customers to review you will increase your odds of getting good reviews. Amazon is a great example of how automation can facilitate customer reviews.

 

Managing Your Brand

Building your brand's reputation is one thing, preserving it is another. Within your organization, you have to make sure everyone's on the same page about your brand's core message and understands what image is to be projected to customers. Outside the organization, you need to make sure that your brand image is being communicated consistently in all your contact with your customers, both online and off. You also need to monitor what customers are saying about you online in order to ensure that your message is being received, that complaints are being addressed, and that any negative publicity is being met with a positive response.

Managing all this manually can be challenging, especially considering all of the contact you make with your customers and with all the websites and social media platforms that are out there. To make this easier, WebDAM offers brand management software which gives you a single interface to make sure your brand's image is being maintained consistently throughout your organization and across all marketing channels.

 

Handling Complaints

One of the biggest keys to protecting your brand's reputation is how you handle complaints. The most important step is to listen. Empathize with the customer's situation. Make sure you understand what the problem is before you attempt to resolve it, and make sure they agree with any resolution you propose before proceeding. If you can't resolve the issue yourself, find out where to best direct their complaint. The International Association of Professional Contractors provides more detailed guidelines for responding to customer complaints and negative online comments.

 

 

If One Of These People Asks, Can You Explain How Your Remodeling Company Does Business?

Most contractors can't explain how they do business, they just make things happen.   In a smaller remodeling business, say up to about $5-700K of installed work, this may get you by.  But as you grow your business, particularly if you want to grow past $1M in installed remodeling sales, the list of people below will want and or need to know how you do business.  

Would you be able to explain it to them?  Or will you let them tell you how it will happen?

To grow a successful construction business these people in your path will need to know how you do business: